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VVX freezing periodically

Joe TWS
Occasional Contributor

VVX freezing periodically

Several times a month our recepitionist's phone will have the display go black and not ring or respond until rebooted. We have tried swapping the vvx500 with another vvx500 and a vvx600, as well as changing the port on the poe switch that it plugs into. None of the other 20 or so extensions have this happen. She is the first in a call queue, so we mostly find out when the next person in the queue tries to transfer a call to that extension and it rings their own phone. What could some possible causes of this be?

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX freezing periodically

Hello Joe TWS,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Business

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

Most likely we would need to see some kind of logs uploaded by the phone so you need to open a service ticket with your Polycom reseller.

 

If the reseller is some Internet discounter and is unable or unwilling to do this please provide me with a MAC address of one of the phones and I look this up.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 7
Joe TWS
Occasional Contributor

Re: VVX freezing periodically

The strange part is the phones that I swapped out to troubleshoot the issue haven't had any problems since. Troubleshooting went like this roughly 7-10 days apart.

ext.101 (vvx500) froze - reboot

ext 101 (vvx500) freezes again - swap with ext. 108 (vvx500)

ext. 101 (vvx500 from x108) freezes again - swap with ext. 109 (vvx600)

ext 101 (vvx600 from x109) freezes again - change port on poe switch 

ext 101 freezes again - reboot, seek tech support

 

Again no problems with phones that froze and are in use on other extensions.

 

Our SIP is ringcentral, but the phones were purchased on Amazon because it was half the cost. Would ringcentral have the logs you need? I checked the diagnostic logs in the web config today, but it doesn't appear to go back to yesterday when the most recent freeze up occurred. Wish I thought to check yesterday, but here is the version info.

 

MAC Address: 00:04:F2:C9:10:DE

UC Software Version: 4.1.8.0628

Updater Version: 5.1.8.0598

Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX freezing periodically

Hello Joe TWS,

I am unsure why you are running the 4.x.x code when we already have UC Software 5.4.4 but that may depend on your service provider.

 

In order to get this looked at we need logs from either a provisioning server or syslog.

 

The community FAQ can be consulted.

 

You need to open a service ticket with your Polycom reseller so Polycom support can have a look at this.

 

As the initial reseller is a Internet discounter and is unable or unwilling to do this please provide me with a MAC address of one of the phones and I look this up.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 7
Joe TWS
Occasional Contributor

Re: VVX freezing periodically

sorry for the delay, a bit of a long weekend and more office changes kept me away from following up. Trying to find out if ringcentral provisioning will allow us to upgrade to more recent firmware.

the vvx600 problem phone is MAC Address: 00:04:F2:C9:10:DE

Message 5 of 7
Allan Vieira
Occasional Visitor

Re: VVX freezing periodically

HI @Joe TWS have you ever got this issue resolved?

 

I'm have 2 Polycom VVX 601 on UC 6.1.0.6189 using the modern theme that are having a similar issue.

After provisioning and booting the phone loads the home screen, when I press the menu button it sometimes takes 30 seconds to load when it loads, sometimes it just hangs there and reboots.When I select settings and basic as soon as I try to scroll the menu it freezes and reboots.

This post and  Polycom Article ID 34622 (https://knowledgebase-iframe.polycom.com/kb/viewContent.do;jsessionid=83AADBE91981228E5E3EA7B7A3FBC4...) were the only things I could find in this subject.

Despite being at UC 6.1 (well above 5.6.2 mentioned in the article) I gave it a shot and disconnected the Windows 10 PC connected to the Phones' PC port and problem persists.

Not sure what else to try.

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX freezing periodically

Hello @Allan Vieira ,

 

Welcome to the Poly Community.


You replied to a pretty old post from 2016 and any issue reported and come into our support organisation since then would have been most likely been addressed.

 

You can have a look at the logs and or share these here.

 

The next step would be a support ticket.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 7 of 7